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London North Eastern Railway (LNER) is a British train operating company owned by the Department for Transport (DfT), unlike most UK train operating companies. LNER operates the InterCity East Coast franchise providing long-distance inter-city services on the East Coast Main Line from London King's Cross to North East England and Scotland. LNER manages 12 stations itself and its trains call at 53 stations in total.

17 December 2019
Transport Sector
Local Alliances:
York Dementia Action Alliance

1. Action Plan

1. The National Dementia Declaration lists seven outcomes that the DAA are seeking to achieve for people with dementia and their carers. How would you describe your organisation’s role in delivering better outcomes for people with dementia and their carers?

By developing an understanding of dementia, staff could make someone who is feeling isolated feel valued and welcome. By gaining more understanding, staff will be in a position where they can influence the experience of a person with dementia within York Railway Station.


Thoughtful and helpful service could make a big difference to someone who is feeling vulnerable. Staff could directly help somebody in difficulty or in a situation that is uncomfortable for them or others. People experience dementia in different ways and can be affected differently by the people and environment around them, by having a greater understanding of dementia staff could influence a person’s experience.

2. What are the challenges to delivering these outcomes from the perspective of your organisation?

Currently there is very little understanding of the influence staff can have in the experience of person suffering with dementia. An initial 3 training sessions for the station staff will create an environment of learning and development which should see an open forum to allow staff to gain an understanding and an opportunity for questions to be answered.

Member website


2. Actions

  • Improve our understanding of Dementia

    Our manager will arrange for all staff and volunteers to attend awareness sessions on dementia to ensure greater understanding of the condition and how we can help.

    Being implemented
  • Ongoing Training

    Following the initial 3 training sessions, a plan for refresher training to be put into place to ensure new staff members received timely and adequate training.

  • Feedback Sessions

    Follow up sessions to engage in 2 way feedback regarding situations and challenges faced, also positive and negative experiences.

  • Safe Place

     Ensure a ‘safe place’ is available for any challenging instances.